Jeanne Bliss

Jeanne Bliss is an author, speaker and business consultant whose unique customer leadership experience inside five major US corporations enables her to help any company improve profitability by delivering a great experience for its customers.  Jeanne is not an evangelist or observer of companies.  She spent 25 years in the corporate trenches reporting to the CEO, driving the customer agenda.   

WHO ELSE led Customer Loyalty for Five Major US Corporations?

Bliss developed her respect and passion for the customer at Lands’ End, Inc., where she reported to founder Gary Comer and his Executive Committee as their Leader for the Lands’ End Customer Experience.  She was Senior Vice President of Franchise Services for Coldwell Banker Corporation. Jeanne served Allstate Corporation as their Officer for Customer Satisfaction & Retention.  She was General Manager of Worldwide Customer & Partner Loyalty for Microsoft Corporation.  At Mazda Motor of America she initiated the brand’s retention effort as senior manager, customer satisfaction.

Now, as President of CustomerBLISS, she coaches leaders on how to wrap their company’s focus around customer profits.  She coaches organizations on how to work together to deliver a customer experience that creates desire for their brands.

Bliss is a worldwide keynote speaker, dynamic workshop presenter, and energetic coach and consultant who can transform your organization’s thinking about the customer experience, and put the power of customer profitability to work for you.

• 2. Make Your DNA Revolve Around Customers

  Get past the lip service to earn your customers’ rave…
  
  Deliver an experience your customers will want to repeat and tell everyone they know about!
  
  Companies and leaders genuinely want to do the right thing for customer and the business, yet competing operational priorities make it difficult to focus on delivering a meaningful customer experience day in and day out.
  
  “Customer” companies have a remarkable capacity to blend agendas across the organization to deliver a coordinated and meaningful experience to customers. Most companies want to get there.  Few arrive at the destination.
  
  Learn the most powerful actions to take, and in what order to take them!
  
  This valuable and compelling content, adapted from Jeanne Bliss’s best-selling book, “Chief Customer Officer: Getting Past Lip Service to Passionate Action,” is part of a learning journey designed to help you focus on what’s most important for delivering meaningful customer experiences that drive profitability and growth.  It’s not about a point in time; it’s about a process that leads to customer rave.
  
  You will walk away with strategies and tools customized to build powerful customer relations and clarity for leaders on how to create partnerships and motivate employees. Audiences receive practical advice, actions, and ideas for how to reset the way they work together to make customers the priority of the business.
  
  Discover:
  
      * What drives your organization’s priorities, meeting agendas, and metrics?
      * How can you inspire and instill accountability across functions?
      * What’s your “power core” – your strongest skill set driving your agenda?
      * How to lay your foundation for customer experience delivery

• 1. Become A Company Customers Love And Can't Live Without

  What’s on the inside shows up on the outside...

  And that means C-U-L-T-U-R-E.
  
  The five decisions of beloved and prosperous companies.
  
  Hundreds of companies have customers who admire them, but only an elite few have true advocates – passionate, vocal, loyal fans – who tell the stories of their experiences and about how much they “love” them.
  
  Go “behind the scenes” of the decision making that goes on inside beloved companies.  Discover the five common decisions they make and put into practice that makes them immune to the competition and thriving, in good times and bad.  Learn how their culture is  their growth engine.  Learn the impact of their uncommon decision making.  Then, through this session, begin the process to understand how your decisions and actions have created your culture.  Understand its impact on your customers, on your employees and on your business growth and prosperity. See how far or close you are to earning business outcomes compared to beloved and prosperous companies.
  
  Discover:
  
      * Do your decisions today earn your company beloved status?
      * What decisions beloved companies make to honor employees and customers.
      * How beloved companies’ have clarity for how they impact customers’ lives.
      * How they decide to drop the corporate veneer and bond personally customers.
      * What decisions drive reliability, peace-of-mind and growth.
      * How they decide to make saying sorry an important “peace process.”
  
  Filled with as many suggested actions as anecdotes, this content demystifies and creates clarity on the road less traveled by beloved companies. It gives you a path to follow in their footsteps --  a path that is right for you, for your company, and for your people.
  

• Jeanne Bliss is a powerhouse when it comes to driving customer focus. It's in her bones. She has an uncanny ability to cut across an organization and support leaders in the quest to drive the operation of the company toward strong and powerful customer relationships.
  Lands' End
• Jeanne Bliss has an uncommon background, blending her passion for customer experiences with her ability to cut through organizations and get the job done.
  Microsoft International
• Chief Customer Officer blows past theory and gets right to the practical matter of how to bring a company together on behalf of customers. Bliss tells how to overcome the impasse of silos and varying agendas in realistic ways with approaches that can be practiced today. She's lived inside the corporate structure and imparts sage advice on how to best navigate through it to get results.
  Monster Worldwide
• I can't afford to bring someone in as a keynote who can't hold their own with the most senior people. Jeanne has held the positions they have. She converses with them in the course of the keynote. And I can literally see the lights go on as she takes apart complex problems and puts them back together again.
  Publication and Conference Development Partners
• The concentration of customer care in a single C-level authority is an emerging discipline of the early 2000 decade - but Jeanne Bliss is already firmly in place as its oracle who can make it actionable as a major economic value-add.
  The Greymatter Group Inc.

• 
  October 2009

  I Love You More Than My Dog: Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad

  What makes the difference between having customers who like you and customers who love you? Jeanne Bliss is an expert on what it takes to earn that kind of customer. The bad news, she says, is that there's no shortcut; the world's biggest marketing budget can't make people love you. But the good news is that a company can become beloved-if you commit to five essential decisions about how to run your business. The common denominator, explains Bliss, is that beloved companies consistently find ways to weave their humanity into their business decisions. If you're ready to join this elite group, Bliss's advice and case studies can help you drive growth and profit in any economy.

  
  
• 
  March 2006

  Chief Customer Officer : Getting Past Lip Service to Passionate Action

  Different divisions and departments in corporations can fail to communicate and act as a team—they create silos instead of a superior customer experience. Jeanne Bliss shows in stark detail how profits suffer when businesses focus on their organizational charts and not their customer relationships. This book provides leaders the tools and information they need to overcome organizational inertia and deliver a meaningful customer experience. The author includes diagnostics to determine if a company’s core strengths, metrics, and systems improve or harm customer relationships. With all these tools, leaders can address the organizational challenges they face with an exhaustive review of the Chief Customer Officer role and an evaluation to determine the right solution for their culture and company.